Job Description

About The Role

Provide Technical support to students, trainers and staff as per requirements with Help Desk experience. Provide ongoing support, including procedural documentation and relevant reports. To respond quickly and effectively to requests received through email and phone calls.
Monitor and respond quickly and effectively to issues or potential issues in online meeting sessions and remote labs.

Key Responsibilities

• Provide first line support to students, trainers and staff
• Monitor and respond quickly and effectively to requests received through email and phone calls.
• Monitor and respond quickly and effectively to issues or potential issues in online meeting sessions and remote labs.
• Providing support, including procedural documentation and relevant reports.
• Assist Senior IT Staff on projects as needed.

Skills And Qualifications

• Excellent people skills and excellent telephone manners.
• Self-reliant, proactive and ability to work with little to no supervision.
• Ability to adapt and adjust to changing work situations, processes and procedures
• Strong verbal and written communication skills
• Willingness to work shifts and hours.
• Ability to diagnose and resolve basic technical issues
• At least 3 years relevant technical, Help Desk experience
• Good understanding of computer systems, mobile devices and other tech products
• Advanced knowledge of current Windows Operating Systems Office Suites and Office 365
• Knowledge of Active Directory, DNS, DHCP, VPN, Proxy Server
• Customer-oriented and cool-tempered
• Strong knowledge of Online Meeting Platforms, Teams, Webex, Zoom
• Knowledge of virtualization and remote server/desktop, cloud system administration a plus
• Knowledge of online/cloud-based lab systems, Learn on Demand, Godeploy, Labs a plus

Education

• Associate degree or higher in relevant field preferred
• A+ Certified
• Additional industry standard certifications are a plus

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